Deskripsi Pekerjaan
Join Microgenesis Business Systems as a Junior Technical Service Delivery Lead and drive excellence in our Managed Services division. This pivotal role empowers you to own end-to-end technical service delivery, ensuring seamless operations while maintaining rigorous SLAs, availability, performance, and security standards. You'll be the backbone of our technical infrastructure, proactively identifying opportunities for service optimization and client satisfaction.
In this position, you'll collaborate with cross-functional teams to implement best-in-class service management practices, troubleshoot complex technical challenges, and develop actionable insights from service metrics. This is your chance to grow into a technical leadership role while making tangible impacts on service quality and operational efficiency.
Tanggung Jawab
- Manage end-to-end technical service delivery lifecycle for Managed Services clients
- Monitor and maintain SLA compliance across all service components
- Oversee system availability, performance metrics, and security protocols
- Lead incident/problem resolution processes with SLA-driven timelines
- Coordinate technical resources during service escalations and major incidents
- Develop and implement service improvement initiatives
- Prepare regular performance reports for stakeholders
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related technical field
- 1-2 years experience in technical service delivery or IT operations
- Strong understanding of ITIL framework and service management principles
- Experience with monitoring tools (e.g., Nagios, Zabbix) and ticketing systems
- Excellent problem-solving and root cause analysis skills
- Basic knowledge of network infrastructure and cloud services
- Strong communication and stakeholder management abilities